Jeg sendte en e-post til Lowell (i England)

Erik Ribsskog <eribsskog@gmail.com>
Lowell Complaint reference: 609520
Erik Ribsskog <eribsskog@gmail.com>	9. januar 2026 kl. 22:21
Til: complaintsresolution@lowellgroup.co.uk
Kopi: customer_services@lowellgroup.co.uk, post <post@finkn.no>, Sfovpost <sfovpost@statsforvalteren.no>, amnestyis <amnestyis@amnesty.org>, HRW UK <hrwuk@hrw.org>, postmottak@sivilombudet.no, Akademikerforbundet <post@akademikerforbundet.no>, Politikk Høyre <politikk@hoyre.no>, report@phishing.gov.uk, Phso Enquiries <phso.enquiries@ombudsman.org.uk>, 200018144 <epost@nito.no>, post@unio.no, post@hk.no, Post <post@forbrukerradet.no>, "inger.lise.blyverket" <inger.lise.blyverket@forbrukerradet.no>, lisa.eian@elden.no, Postmottak <postmottak@forbrukertilsynet.no>, postmottak@dfd.dep.no, mail@retshjaelpen.dk, h.bleken@haavind.no, goa@gjeld.org, Postkasse <postkasse@datatilsynet.no>, RBS <DigitalBanking@information.rbs.co.uk>, ~ RBS Customer Relations <Customer.Relations@rbs.co.uk>, Q&A <contactus@stepchange.org>, Internethelp <internethelp@barclays.com>, Rina Begum <Rina.Begum@cases.financial-ombudsman.org.uk>, "complaint.info" <complaint.info@financial-ombudsman.org.uk>, Lowell Norge AS <strom.no@lowell.com>, Lowell Norge AS <svc.no.nova@lowell.com>, Lowell Norge - kundesenter <kundesenter.no@lowell.com>, data.access@justice.gov.uk, "emb.london" <emb.london@mfa.no>, post@rettferdnorge.no, derya.incedursun@nordea.no, newsdesk@independent.co.uk, contactus@amnesty.org, samediggi@samediggi.no
Hi,

I've now tried to contact RBS about this.

But their AI-chat (Cora) doesn't want to let me chat with a real person.

(For some reason).

It seems the RBS-interface automatically changes the reference-number to the one I used in 2017.

I'm going to call RBS about this, before I send the next token-payment.

The payment I sent on 30/12 was the January-payment.

And then I plan to send the February-payment by 10/2.

And then the March-payment by 10/3.

And so on.

Erik Ribsskog


fre. 9. jan. 2026 kl. 17:32 skrev <complaintsresolution@lowellgroup.co.uk>:
Dear Mr Ribsskog

 

Complaint Reference: 609520

 

Thank you for getting in touch to raise your concerns and for your patience whilst your complaint has been investigated. I have enclosed a copy of our internal complaint’s procedures, providing further information about how we handled your complaint. 

 

My understanding of your complaint

You are unhappy that despite making payment towards your former Capital One account (Lowell Reference 120143797) Lowell are still sending you correspondence in reference to the account requesting payment.

 

Findings

At Lowell we take all complaints seriously and every effort is made to ensure that a thorough investigation is undertaken and the right outcome reached.

 

From a review of your former Capital One account, I have been unable to locate any recent payments received towards it. Notwithstanding this, from a review of your closed former Vanquis account under Lowell reference 198760613, I can see you have recently made two payments towards the account on the 3rd and 31st of December 2025.

 

Reviewing the payment method, I can see you have paid via Standing Order and that the reference used to pay has been “Payment Ref: MR RIBSSKOG E 198760613”. Resultantly, based on the fact you have used the reference for your closed former Vanquis account, the payment was allocated to that account, and nothing was received towards your former Capital One account. As such, I can find no error in our action nor attempts to contact you in reference to the former Capital One account.     

 

Conclusion

Please accept my apologies for any distress these matters may have caused you, I can assure you this would never be our intention. However, based on my findings above I am unable to uphold your complaint, and I trust my findings above explain why this is the case.

 

The Financial Ombudsman Service also provides a dispute resolution service to assist customers who feel their complaint remains unresolved.

 

You have the right to refer your complaint to the Financial Ombudsman Service, free of charge – but you must do so within six months of the date of this email.

 

If you do not refer your complaint in time, the Ombudsman will only be able to consider your complaint in very limited circumstances, for example, if the Ombudsman believes that the delay was as a result of exceptional circumstances.

 

For more information, the Ombudsman’s consumer leaflet, “your complaint and the ombudsman” can be accessed via the following link: www.financial-ombudsman.org.uk/publications/consumer-leaflet.htm.

 

Please let us know if you’d like a hard copy of the Financial Ombudsman consumer leaflet sent out by post.

 

For more information on their services, you can visit their website www.financial-ombudsman.org.uk.

 

Next Steps

Based on my findings above and your comments made in your complaint; I have arranged for the transfer of funds from the former Vanquis account and had these allocated to your former Capital One account. However, moving forward, I would ask that you change the reference used on your standing order payments to reflect the former Capital Ones account number of “120143797”, that way we can ensure the payments are correctly allocated to that account moving forward.

 

I am also aware that you have previously referenced not being resident in the UK since 2017, however, Lowell currently holds a UK address for you of 41d Osborne Road, Liverpool, L13 8AS. If this is not an appropriate correspondence address for you, could you please confirm either an appropriate new UK address or alternatively your Overseas address. Without either of these I must make you aware that when required, correspondence would be issued to the address we currently hold for you.

 

Moving forward, whilst I am aware you are making payments to Lowell for your former Capital One account, we currently hold no formal arrangement in place for you and are unaware of when you intend to pay towards the account. As such, your former Capital One account will be placed on hold for an additional 30 days, to allow you time to receive this reply and to contact us with your intentions the account. If no contact is received within this time, further attempts to contact you would be made.

 

As your complaint is now closed, you can set up a payment arrangement on your account to become debt free as soon as possible.  The easiest ways to agree a plan with us is online or over the telephone. We can offer support and advice by exploring other options if you are having difficulties for any reason, please get in touch so that we can help.

 

You can also register on our secure customer website www.lowell.co.uk to check your budget and set affordable repayments. If you’d prefer to talk to someone, call us on 0333 556 5733 and we’ll be happy to help.

 

Yours sincerely

 

Daniel Walton

Customer Relations Specialist





This email, any attachments and any files transmitted with it are private and confidential and are intended solely for the named recipient of this email. If you are not the named recipient you should not disseminate, distribute, copy or alter this email. If you have received this email in error, please notify the sender and delete the email from your records. Do not read, copy or disclose its contents to anyone or use it for any purpose. Warning: although Lowell Financial Ltd has taken reasonable precautions to ensure no viruses are present in this email, Lowell Financial Ltd. accepts no responsibility or liability for any loss or damage arising out of or in connection with the this email, any of its attachments or any files transmitted with it and it is recommended that you check all emails with an appropriate virus scanner.

Lowell Financial Ltd may monitor email traffic data and also the contents of emails for compliance purposes and to protect its business. Our privacy notice is available at https://www.lowell.co.uk/our-privacy-promise. This explains what personal data we collect about you and how we use it; it also sets out your rights and how to exercise them. If you would like a copy, please contact us.

Lowell Financial Ltd. No.1 The Square, Thorpe Park View, Thorpe Park, Leeds, LS15 8GH is a limited company registered in England and Wales under company number 4558936. Lowell Financial Ltd is authorised and regulated by the Financial Conduct Authority in respect of consumer credit regulated accounts.